Support Analyst (Enterprise Healthcare Software)

Who is Authenticx?

Authenticx is on a mission to help humans understand humans. Our platform is the new standard for humanizing customer interaction data at scale. We do this by channeling our passion and talent into helping health care leaders listen to their conversational data in a way that delivers value to the enterprise.

What we offer our team members?

• A culture based on our core values of Authenticity, Courage and Having Fun
• A collaborative environment that supports your personal and professional development
• Remote/virtual working flexibility
• Free health insurance options
• Comprehensive benefits - medical, vision, dental, life, and disability insurance
• HSA and FSA plans
• 401(K)
• Unlimited vacation time
• Generous paid holidays, sick leave, and parental leave
• Perks at Work membership for discounts on shopping, travel and much more

As a Support Analyst at Authenticx, you will be responsible for the following: 

Technical Support:

• Respond to customer inquiries and assist in troubleshooting and resolving challenges 
• Develop an understanding of Authenticx software and an awareness of its features 
• Work from a queue of new requests to provide troubleshooting for clients 
• Utilize sound judgement for identifying issues and adheres to established escalation process 
• Communicate with users with confidence, accuracy, and friendliness 
• Track all calls and emails by client using a ticketing system 
• Assist with platform administrative tasks such as setting up new clients, configuring access, building reports, and sharing your product knowledge with others. 

Quality Assurance:

• Review new product release notes and perform QA testing according to test script 
• Perform platform wide regression testing 
• Identify, reproduce, document, and determine impact of any bugs identified 
• Provide detailed product feedback surrounding new features or enhancements 

Success in this position will be measured by: 

• Positive customer feedback from your external and internal customers 
• Timeliness of completing work tasks and assignments 
• Accuracy and quality of work 
• Ability to maintain subject matter expertise as it relates to the Authenticx platform 

You are internally motivated and want to be part of something that is bigger than yourself.  You thrive on working with people and know that trust is at the heart of building positive and productive relationships. You have experience successfully demonstrating your attention to detail, you are known for being organized, and you have a passion to assist people.   

Past clients and colleagues might describe you as: 

• Detail-Oriented—you are curious and passionate to understand root causes that lie within data and systems
• Friendly and personable—you have good written and verbal communication skills  
• Precise—you are extremely meticulous and strive to know the reasons that we do things the way we do 
• Responsive—you respond to internal and external needs with a sense of urgency and demonstrate excellent judgment with prioritizing tasks 
• A Critical Thinker—Develop a healthy skepticism toward any information presented as fact 

As our ideal Support Analyst, you will also possess the following qualifications:

• College degree in Computer Science or related field preferred
• 2+ years of full-time professional experience providing technical support for software applications
• Knowledgeable of software QA best practices, identifying/documenting bugs and fixes, regression testing, etc.
• Experience supporting internal and external customers in a B2B environment preferred
• Strong written and verbal communication skills
• Familiarity with the basics of MS Excel
• Comfortable working in a virtual environment and over web-based teleconferencing 

• This is a hybrid or virtual position.
• Local team members come into the office approximately 1-2x per week. This is flexible.
• Remote team members come to the office approximately 2-4x per year, based on training, corporate events, or other business needs. 
• We prefer candidates who live in Indiana or surrounding states but welcome candidates from other regions.
• Candidates must reside in the USA.
• Employment visa sponsorship is not being provided.
• #LI-REMOTE